Owning the Number
Customer Success Management teams need to align themselves with revenue. … Read More Owning the Number
Category: Sales
Should CSMs Own Cross Selling?
I love Dave Kellog‘s analogy of “dead farmers.” The idea is that you never want a farmer selling against a hunter. Farmers are typically those sales people who handle expansion sales – CSMs or Account Managers. Hunters are the new business sales folk responsible for bringing in new logos. So, if your cross sell opportunities… Read More Should CSMs Own Cross Selling?
Don’t change, transform
Have you ever considered the difference between the word change and transform? Here’s how Webster’s dictionary defines each: Change: To make different in some particular; to alter. Transform: To change in composition or structure. Do you notice the difference? To change is to modify, I think of incremental improvements. Making something fast, faster; something big, bigger;… Read More Don’t change, transform
The Second Sale
The Second Sale begins immediately after the first sale is closed, and it’s a continuous flow of small wins.… Read More The Second Sale
The Virtuous Cycle of SaaS Customer Success
I think of a SaaS company as a contiguous system of interdependent functions. All of the functions are critical to the livelihood of the business and we can’t make changes to one area without impacting another. Here are a few examples: Example #1: Increasing the velocity of Sales by offering a trial program will speed up… Read More The Virtuous Cycle of SaaS Customer Success
Paid for Performance
Here’s a thought exercise to start the day… What if our customers only paid us for performance? In other words, if our product doesn’t produce measurable results, no cash changes hands. What would we do differently to drive performance? How would we measure it? Would we be more careful about who we sell to? How would we measure our own effectiveness in driving customer performance?… Read More Paid for Performance
Customer Success or Sales: Who owns SaaS Upsell, Cross Sell, and Renewal?
Who owns upsell? This is a classic question that every SaaS company must answer at one point or another. On one hand, Customer Success Managers interact with customers on a regular basis, have relationships, and understand the needs of users. On the other hand, Sales understands what it takes to move an opportunity from inception to… Read More Customer Success or Sales: Who owns SaaS Upsell, Cross Sell, and Renewal?
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